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ITIL ⭐ Foundation > Misc Exam Questions 1 > Flashcards

Misc Exam Questions 1 Flashcards

1
Q

Which is NOT a component of the service value system?

A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management

A

D. The four dimensions of service management

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2
Q

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

A. Change control
B. IT asset management
C. Service desk
D. Service request management

A

D. Service request management

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3
Q

Which is included in the purpose of the “Design and Transition” value chain activity?

A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs

A

D. Continually meeting stakeholder expectations for costs

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4
Q

Which practice updates information relating to symptoms and business impact?

A. Service level management
B. Change control
C. Service request management
D. Incident management

A

D. Incident management

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5
Q

Which statement about service desks is CORRECT?

A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams

A

A. The service desk should work in close collaboration with support and development teams

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6
Q

Which statement about outcomes is CORRECT?

A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity

A

A. An outcome can be enabled by more than one output

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7
Q

Which statement about a Continual Improvement Register is CORRECT?

A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented

A

D. It should be re-prioritized as ideas are documented

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8
Q

Which is part of service provision?

A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation

A

A. The management of resources configured to deliver the service

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9
Q

Which statement about the steps to fulfil a service request is CORRECT?

A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple

A

B. They should be well-known and proven

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10
Q

What is defined as a cause, or potential cause, of one or more incidents?

A. Change
B. Event
C. Known error
D. Problem

A

D. Problem

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11
Q

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate

A

C. Keep it simple and practical

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12
Q

When should the effectiveness of a problem workaround be assessed?

A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized

A

A. Whenever the workaround is used

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13
Q

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

A. assets
B. values
C. elements
D. services

A

D. services

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14
Q

Which dimension considers how knowledge assets should be protected?

A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes

A

C. Information and technology

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15
Q

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

A. Service management
B. Continual improvement
C. A service
D. An IT asset

A

C. A service

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16
Q

Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support

A

C. A separate process

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17
Q

What are the ITIL guiding principles used for?

A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization’s performance continually meets stakeholders’ expectations

A

A. To help an organization make good decisions

18
Q

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback

A

D. Each iteration should be continually re-evaluated based on feedback

19
Q

What is the purpose of the deployment management practice?

A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance

A

C. To move new or changed components to live environments

20
Q

Which is a service request?

A. Requesting a workaround for an issue
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service

A

B. Requesting information about how to create a document

21
Q

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

A. costs
B. users
C. value
D. performances

A

D. performances

22
Q

What is a recommendation of the ‘focus on value guiding principle?

A. Make ‘focus on value’ a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement

A

D. Focus on value at every step of the improvement

23
Q

Which guiding principle recommends standardizing and streamlining manual tasks?

A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically

A

A. Optimize and automate

24
Q

Which describes a set of defined steps for implementing improvements?


	A.The improve value chain activity
	B.The continual improvement register
	C.The continual improvement model
	D.The engage value chain activity
A

C.The continual improvement model

25
Q

Which is a key requirement for a successful service level agreement?

A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider’s view of the service
D. It should relate to simple operational metrics

A

B. It should be simply written and easy to understand

Other key requirements for successful SLAs include:

  • > They must be related to a defined ‘service’ in the service catalogue. Individual metrics without a specified service context are unhelpful.
  • > They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
  • > They should reflect an ‘agreement’: an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
26
Q

When planning continual improvement, which approach for assessing the current state of a service is CORRECT?

A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

A

C. An organization should always develop competencies in methodologies and techniques that will MEET THEIR NEEDS

27
Q

How does a service consumer contribute to the reduction of risk?

A. By paying for the service
B. By managing server hardware
C. By communicating constraints
D. By managing staff availability

A

C. By communicating constraints

28
Q

What helps diagnose and resolve a simple incident?

A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization

A

C. The use of scripts

There may be scripts for collecting information from users during initial contact, and this may lead directly to diagnosis and resolution of simple incidents.

29
Q

Which service level metrics are BEST for measuring user experience?

A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes

A

D. Metrics linked to defined outcomes

30
Q

What are the MOST important skills required by service desk staff?

A. Incident analysis skills
B. Technical skills
C. Problem resolution skills
D. Supplier management skills

A

A. Incident analysis skills

Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence

31
Q

Which two statements about an organization’s culture are CORRECT?

  1. It is created from shared values based on how it carries out its work
  2. It is determined by the type of technology used to support services
  3. It should be based on the culture of prospective suppliers
  4. It should be based on the objectives of the organization
A
  1. It is created from shared values based on how it carries out its work
  2. It should be based on the objectives of the organization

WRONG:

  1. It is determined by the type of technology used to support services
  2. It should be based on the culture of prospective suppliers
32
Q

When should a change request be submitted to resolve a problem?

A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change

A

D. As soon as the analysis of cost, risks and benefits justifies the change

33
Q

Which guiding principle helps to ensure that better information is available for decision making?

A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility

A

D. Collaborate and promote visibility

34
Q

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A. Information security management
B. Monitoring and event management
C. Incident management
D. Change control

A

B. Monitoring and event management

35
Q

Which describes a standard change?

A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request
C. A high-risk change that needs very thorough assessment
D. A change that must be implemented as soon as possible

A

B. A change that is typically implemented as a service request

36
Q

How does information about problems and known errors contribute to ‘incident management’?

A. It enables quick and efficient diagnosis of incidents
B. It removes the need for regular customer updates
C. It removes the need for collaboration during incident resolution
D. It enables the reassessment of known errors

A

A. It enables quick and efficient diagnosis of incidents

37
Q

Which stakeholders co-create value in a service relationship?

A. Investor and supplier
B. Consumer and provider
C. Provider and supplier
D. Investor and consumer

A

B. Consumer and provider

38
Q

Which describes normal changes?

A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible

A

B. Changes that need to be scheduled and assessed following a process

39
Q

What is the expected outcome from using a service value chain?

A. Service value streams
B. Customer engagement
C. Value realization
D. The application of practices

A

C. Value realization

40
Q

Which statement about outcomes is CORRECT?

A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Helping service consumers achieve outcomes reduces service provider costs

A

B. Service providers help service consumers achieve outcomes

ITIL ⭐ Foundation (19 decks)

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